Buying Behaviour
An important part of the marketing process is to understand why a customer or
buyer makes a purchase. Without such an understanding, businesses find it hard to
respond to the customer's needs and wants. Marketing theory traditionally splits
analysis of buyer or customer behaviour into two broad groups for analysis Consumer Buyers and Industrial Buyers
Consumer buyersare those who purchase items for their personal consumption
Industrial buyersare those who purchase items on behalf of their business or
organisation
Businesses now spend considerable sums trying to learn about what makes
customers tick. The questions they try to understand are:
Who buys?
How do they buy?
When do they buy?
Where do they buy?
Why do they buy?
For a marketing manager, the challenge is to understand how customers might
respond to the different elements of the marketing mix that are presented to them.
If management can understand these customer responses better than the
competition, then it is a potentially significant source of competitive advantage.
Buyer's Characteristics
Buyer's Decision Process
Buyer's decisions
Product
Price
Place
Promotion
Economic
Technological
Political
Cultural
Cultural
Social
Personal
Psychological
Problem recognition
Information search
Evaluation
Decision
Product Choice
Brand choice
Dealer Choice
Purchase timing
Purchase Amount
01. Cultural Factor :* Cultural factor divided into three sub factors (i) Culture (ii) Sub Culture (iii) Social
Class
o Culture: The set of basic values perceptions, wants, and behaviours learned by a member of
society from family and other important institutions. Culture is the most basic cause
of a person's wants and behaviour. Every group or society has a culture, and cultural
influences on buying behaviour may vary greatly from country to country.
o Sub Culture : A group of people with shared value systems based on common life experiences and
situations.
Each culture contains smaller sub cultures a group of people with shared value
system based on common life experiences and situations. Sub culture includes
nationalities, religions, racial group and geographic regions. Many sub culture make
up important market segments and marketers often design products.
o Social Class: Almost every society has some form of social structure, social classes are society's
relatively permanent and ordered divisions whose members share similar values,
interests and behaviour.
02. Social Factors :* A consumer's behaviour also is influenced by social factors, such as the (i) Groups
(ii) Family (iii) Roles and status
o Groups :-
o Family: Family members can strongly influence buyer behaviour. The family is the most
important consumer buying organization society and it has been researched
extensively. Marketers are interested in the roles, and influence of the husband, wife
and children on the purchase of different products and services.
o Roles and Status : A person belongs to many groups, family, clubs, organizations.
The person's position in each group can be defined in terms of both role and status.
For example. M & X plays the role of father, in his family he plays the role of
husband, in his company, he plays the role of manager, etc. A Role consists of the
activities people are expected to perform according to the persons around them.
o Age and Life cycle Stage: People change the goods and services they buy over their lifetimes. Tastes in food,
clothes, furniture, and recreation are often age related. Buying is also shaped by the
stage of the family life cycle.
o Occupation :-
A person's occupation affects the goods and services bought. Blue collar workers
tend to buy more rugged work clothes, whereas white-collar workers buy more
business suits. A Co. can even specialize in making products needed by a given
occupational group. Thus, computer software companies will design different
products for brand managers, accountants, engineers, lawyers, and doctors.
o Life Style : Life Style is a person's Pattern of living, understanding these forces involves
measuring consumer's major AIO dimensions.
i.e. activities (Work, hobbies, shopping, support etc) interest (Food, fashion, family
recreation) and opinions (about themselves, Business, Products)
o Personality and Self concept : Each person's distinct personality influence his or her buying behavior. Personality
refers to the unique psychological characteristics that lead to relatively consistent
and lasting responses to one's own environment.
Motivation :o Motive (drive) a need that is sufficiently pressing to direct the person to seek
satisfaction of the need
Perception :o The process by which people select, Organize, and interpret information to form a
meaningful picture of the world.
Beliefs and attitudes :o Belief is a descriptive thought that a person holds about something
o Attitude, a Person's consistently favorable or unfavorable evaluations, feelings, and
tendencies towards an object or idea.
* Consumer behaviour models - These are practical models used by marketers. They
typically blend both economic and psychological models.
* ATTITUDES - but the message must go even further; to persuade the reader to
adopt a sufficiently positive attitude towards the product or service that he or she will
purchase it, albeit as a trial. There is no adequate way of describing how this may be
achieved. It is simply down to the magic of the advertiser's art, or based on the
strength of the product or services itself.
* PURCHASE - all the above stages might happen in a few minutes while the reader
is considering the advertisement; in the comfort of his or her favorite armchair. The
final buying decision, on the other hand, may take place some time later; perhaps
weeks later, when the prospective buyer actually tries to find a shop which stocks the
product.
* REPEAT PURCHASE - but in most cases this first purchase is best viewed as just a
trial purchase. Only if the experience is a success for the customer will it be turned
into repeat purchases. These repeats, not the single purchase which is the focus of
most models, are where the vendors focus should be, for these are where the profits
are generated. The earlier stages are merely a very necessary prerequisite for this!
This is a very simple model, and as such does apply quite generally. Its lessons are
that you cannot obtain repeat purchasing without going through the stages of
building awareness and then obtaining trial use; which has to be successful. It is a
pattern which applies to all repeat purchase products and services; industrial goods
just as much as baked beans. This simple theory is rarely taken any further - to look
at the series of transactions which such repeat purchasing implies. The consumer's
growing experience over a number of such transactions is often the determining
factor in the later - and future - purchases. All the succeeding transactions are, thus,
interdependent - and the overall decision-making process may accordingly be much
more complex than most models allow for.
BRAND POSITIONING
it is the added value or augmented elements that determine a brand's positioning
in the market place.
Positioning can be defined as follows:
Positioning is how a product appears in relation to other products in the market
Brands can be positioned against competing brands on aperceptual map.
A perceptual map defines the market in terms of the way buyers perceive key
characteristics of competing products.
The basic perceptual map that buyers use maps products in terms of their price and
quality, as illustrated below:
Quality
Low High
ECONOMY BRANDS
BARGAIN BRANDS
COW BOY BRANDS
PREMIUM BRANDS
Price: Low
High
Once you determine the way in which you can reach your market, the next thing to
look at is how you are going to lure your customer to try your brand.
Here is a list of nine positioning types you can think of before deciding on which one
you will attach to your brand:
1. Quality positioning
2. Value positioning
3. Feature-driven positioning
4. Relational positioning
5. Aspiration positioning
6. Problem/solution positioning
7. Rivalry-based positioning
8. Warm and fuzzy positioning
9. Benefit-driven positioning
COMMUNICATION TOOL
Childhood obesity has become a nationwide epidemic. Television food advertising is
a known contributor to this problem but little research has examined newer
marketing venues such as the Internet. Accordingly, a content analysis of online food
marketing practices was conducted for four popular children's websites:
CartoonNetwork.com, Nick.com, Neopets.com, and Candystand.com. Consistent
with patterns in television advertising, results indicate that the food products
marketed online are high in calories and low in nutrients. Candy, sweetened
breakfast cereals, snacks, and quick serve restaurants dominated. Candystand.com, a
food-based website, exhibited the greatest amount of food marketing. The types of
marketing appeals used to promote these foods ranged from clearly delineated
advertisements, to more immersive marketing techniques such as product
placements, advergames,' and integrated marketing pages. Common to all marketing
appeals was the use of attention-getting features, such as dynamic images,
bold/colorful text, and animation, as well as child-directed branded characters.
Because the foods marketed online are not consistent with a healthy diet, it is
recommended that additional steps be taken to regulate online marketing practices.
Once the company has developed a clear positioning strategy, it must communicate
that positioning effectively. Suppose a company chooses the best in quality strategy.
Quality is communicated by choosing those physical signs and cues that people
normally use to judge quality. Here are some examples:
A lawn mover manufacturer claims its lawn mover is powerful and uses a noisy
motor because buyer think noisy lawn movers are more powerful.
Truck manufacturer undercoats the chassis not because it needs undercoating but
because undercoating suggests concern for quality.
Quality is also communicated through other marketing elements. A high price
usually signals a premium product to the buyers. The products quality image is also
affected by the packaging, distribution, advertising and promotion. Here are a few
cases were the brands quality image was hurt.
A well known frozen food brand lost its prestige image by being on sale too often.
A premium beers image was hurt when it switched from bottle to cans.
A highly regarded television receiver lost its quality image when mass merchandise
outlets began to carry it.
For an organic food manufacturing company, its important that the quality aspect is
given due importance. The highlighting of the quality of food product, packaging and
the freshness it provides along with the highlighting of the nutrient contents will be
of great help to the promotion of the product. Especially when the product is a baby
food, health will be the main concern of the buyer. The communication message will
be attractive if the content carries something related to purity; for example, the
image of a baby, nature etc.